BassBet Casino - Das Konto des Spielers wurde nicht geschlossen.

Good day,

On May 6, 2025, I contacted the casino and asked them to close my account due to my gambling addiction, as stated on the website under Responsible Gaming.

That same day, I received an email asking me to confirm that my credit would be forfeited. I immediately agreed to this.

To this day, my account has not been closed and, due to my addiction, I continued playing and lost another €919.

Since the casino has obviously violated its own guidelines and the behavior is illegal, I request a refund of all deposits made from May 7, 2025 (account must have been closed within 24 hours according to the website).

No payouts were made.

I am asking the Casino Guru team for support with my case and hope that you can help me.

Thank you in advance!

Guten Tag,

am 06.05.25 habe ich Kontakt zum Casino aufgenommen mit der Bitte mein Konto auf Grund meiner Spielsucht zu schließen, wie es auch auf der Website unter Verantwortungsvolles Spielen angegeben war.

Am selben Tag kam eine Mail, dass ich bestätigen soll, dass mein Guthaben dadurch verfällt. Dem habe ich auch umgehend zugestimmt.

Bis heute wurde mein Konto nicht geschlossen und auf Grund meiner Sucht habe ich natürlich weiter gespielt und weitere 919€ verloren.

Da das Casino offensichtlich gegen Ihre eigenen Richtlinien verstoßen hat und das Verhalten nicht rechtmäßig ist fordere ich alle Einzahlungen ab dem 07.05.25 zurück (Konto muss laut Website innerhalb 24h geschlossen worden sein).

Auszahlungen wurden keine vorgenommen.

Ich bitte das Casino Guru Team um Unterstützung bei meinem Fall und hoffe, dass Sie mir helfen können.

Vielen Dank im voraus!

Dear benediktmerkel,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail:

support@bassbet.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

I have forwarded everything to you

Habe Ihnen alles weitergeleitet

Thank you for your reply, benediktmerkel. I received your email; however, it unfortunately does not contain the original self-exclusion request from 06.05.25. Could you please forward it to me?

Also, do I understand correctly, based on your email exchange with the casino, that your account has been closed?

I forwarded the relevant email to them with a request to delete it.

Yes, exactly, now after threatening further action the account was closed only after it was claimed that I had never confirmed that my balance would expire.

Habe ihnen die entsprechende Mail weitergeleitet mit der Bitte um Löschung.

Ja genau, jetzt nach Androhung weiterer Schritte wurde das Konto erst geschlossen nachdem erst behauptet wurde, dass ich nie bestätig hätte dass mein Guthaben verfällt.

The fact is that I wanted to close my account because of gambling addiction, then I received an email saying that my balance would then expire and that I should confirm this, which is not in accordance with the guidelines. I confirmed this immediately and my account was still open for almost 7 weeks afterwards and was only closed after the threat.

Fakt ist, dass ich mein Konto schließen wollte wegen Spielsucht, dann schon eine Mail kam dass mein Guthaben dann verfällt und ich das bestätigen soll, was ja auch nicht den Richtlinien entspricht, ich das auch umgehend bestätigt habe und mein Konto danach trotzdem noch knapp 7 wochen geöffnet war und erst nach Androhung geschlossen wurde.

Good day,

Is there any new information yet?

Guten Tag,

gibt es schon neue Informationen?

Hello benediktmerkel,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your cooperation, and I apologize for the delayed response. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

The case was opened three weeks ago, but nothing has happened yet. Is there any new information?

vor 3 Wochen wurde der Fall eröffnet, bisher hat sich noch immer nichts getan.. Gibt es denn neue Infos?

Dear benediktmerkel,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from BassBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear BassBet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remained open despite the self-exclusion request and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Bassbet made me an offer with the condition that I sign a waiver. The offer was far too low, and I sent a counteroffer, but haven't received a response since.

Bassbet hat mir ein Angebot gemacht mit der Bedingung eine Verzichtserklärung zu unterschreiben. Das Angebot war viel zu niedrig und ich habe ein Gegenangebot gesendet, allerdings seitdem keine Rückmeldung mehr erhalten.

Dear benediktmerkel,

Thank you for reaching out to us.

We are deeply sorry for any inconvenience which was caused by the delayed closure of your account.

We would kindly like to ask you to check your emails where we provided you with a reply to your counteroffer.

We hope this email finds you well.

We are looking forward to your reply.

Thank you for your understanding and patience.

Kind Regards,

Bassbet Casino Team

Waiting for the documents. I've sent them my information.

Warte auf die Unterlagen. Habe meine Daten ihnen gesendet.

Dear benediktmerkel,

Thank you for your reply.

We forwarded your payment to the relevant department which will finalize the transaction in the nearest time.

Thank you for your cooperation and patience.

Kind Regards,

Bassbet Casino Team

Dear benediktmerkel,

We are happy to inform you, that your payment has been successfully complete.

We thank you for your cooperation and wish you all the best.

Kind Regards,

Bassbet Casino Team

Dear BassBet Casino,

Thank you for keeping us informed and for your cooperation throughout the resolution process.

Dear benediktmerkel,

Please let me know once you have received your funds.

Thank you.

Dear benediktmerkel,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru